Service Recovery to L.A.S.T.: The Case of Disgruntled Customers

Kerry T Manis, Deborah Fowler, Shane Blum

Research output: Contribution to journalArticlepeer-review


Service failures can happen in any organization. Service recovery is the resulting action that takes place due to a service failure. A successful service recovery is dependent on the way the service failure is handled, not the service failure itself. (Bitner, Booms, & Mohr, 1994). Service recovery can be remedied successfully by following the listen, apologize, solve, and thank (L.A.S.T.) approach (Boshoff, 2005; Maxham, 2001; Ogbeide, Boser, Harrinton, & Ottenbacher, 2015; Tax, Brown, & Chandrashekaran, 1998). Because service recovery has been linked to future purchase intention and post-failure satisfaction, hospitality students should be instructed on a successful service recovery approach.
Original languageEnglish
Pages (from-to)24 - 30
JournalJournal of Hospitality & Tourism Cases
StatePublished - Dec 2017


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